Jennipher Mcdaniels Email & Phone Number

United States

As a Customer Experience Specialist at Chief AI Officer, my role encompasses a broad range of responsibilities aimed at ensuring the highest level of support and satisfaction for our customers. Key duties include:Support Desk Management: Overseeing the daily operations of the support desk to ensure efficient and effective resolution of customer inquiries and issues.Standard Operating Procedures (SOPs): Creating and maintaining detailed SOPs to streamline training processes for new support desk employees, ensuring consistency and quality in customer service.Student Access Management: Managing and regulating student access to our AI platforms, ensuring smooth and secure usage.Issue Documentation and Bug Reporting: Submitting detailed bug reports, documenting issues encountered by users, and tasking them out for resolution, ensuring a continuous improvement of our systems.Program Research: Conducting thorough research to identify and recommend the best programs and tools to enhance the functionality and efficiency of our AI-driven support desk.By leveraging my skills in customer service, technical documentation, and research, I strive to maintain and enhance the quality of support provided to our users, contributing to the overall success and growth of Chief AI Officer.

Los Angeles, California

Managed e-learning platforms for health and wellness courses and blogs. Successfully transformed subject-matter expert content into user-centered intuitive online courses, meticulously adhering to parameters and style guides.Head of support and leveraged in-depth knowledge of support issues to streamline online classroom operations, resulting in a more than 50% reduction in support issues. Collaborated closely with the team to ensure the timely completion and testing of tasks.Developed and executed email marketing campaigns and implemented social media automation to enhance brand visibility. Proficiently edited and published video, audio, and images, enhancing the multimedia content of the websites.Managed eCommerce products by adding images, descriptions, prices, and configuring order pages for seamless shopping experiences. Facilitated instant or timed access for member services, including downloadable content and physical products, while optimizing the shipping process for physical items.Provided technical support to SME's to ensure the functionality of their equipment and lighting for conference calls within the online classrooms. Moderated conference calls on various platforms, ensuring a smooth virtual learning experience. Instructed clients on backend operational procedures for managing course websites. Compiled and delivered monthly website performance reports and promptly reported any identified bugs to the team.

Los Angeles, California

Collaborating with entrepreneurs and internet startups to optimize their content and user experience, while also designing and implementing targeted sales campaigns that drive holiday revenue. Leveraging expertise in ecommerce, banner fly-in, and email campaigns to craft and execute effective sales strategies that maximize event sales.

Los Angeles, California

Played a pivotal role in the success of a multi-award-nominated podcast, amassing over a million viewsand downloads through video post production and video streaming, connecting with viewer through social media, blog content posting.Drove comprehensive customer support for the groundbreaking Virtual World Yoga and MeditationConference as well as providing tech support for guest speakers optimizing local hardware setups.Streamlined e-commerce operations, ensuring seamless inventory management and efficient shippingprocesses, contributing to the overall success of the online store.

Los Angeles, California

EdTech startup delivering transformative leadership training courses to Fortune 500 companies, including ServiceNow, Adobe, Intel, Databricks, Nutanix, Kaiser Permanente, etc. Successfully transformed subject-matter expert content into user-friendly online courses,meticulously adhering to parameters and style guides.Head of support and leveraged in-depth knowledge of support issues to streamlineonline classroom operations, resulting in a more than 50% reduction in support issues.Collaborated closely with the team to ensure the timely completion and testing of tasks.

Boulder, Colorado

Led and managed exemplary customer service for course participants, ensuring a top-tier customer experience. Translated customer insights and issues into actionable edits and enhancements to the Learning Management System (LMS) platform to improve user experience. Collaborated with cross-functional teams to identify areas for LMS platform improvement, making data-driven recommendations and implementing changes.

Stockbridge, Massachusetts

Spearheaded relationship-driven customer support, fostering exceptional customer experiences for course participants.Leveraged in-depth support expertise to cultivate a comprehensive knowledge base, ensuring seamless resolution of customer inquiries. Translated customer feedback into actionable enhancements to the LMS platform, optimizing user experience and driving engagement.Collaborated cross-functionally to identify areas for LMS improvement, implementing data-driven changes that enhanced the overall user journey.Ensured seamless virtual learning experiences by facilitating conference calls on various platforms and meticulously editing and posting replays to respective classrooms.

Hardwick, Massachusetts

Developed Positive Psychology E-Learning course and supported handoff to full-time team members.